Retirement Plan Account Manager (HYBRID)
Equitable Advisors, Charlotte, North Carolina, United States, 28245
Primary Location
United States - NC - Charlotte Organization
Equitable Schedule
Full-time About the Role
At Equitable, we help clients secure their financial well‑being so they can pursue long and fulfilling lives – a mission we’ve honed since 1859. Equitable is looking for a Retirement Plan Account Manager to support our Silver Tiered Retirement Plan Advisors and Plan Sponsors. We are committed to delivering the highest level of support, ensuring that we meet the unique needs of our valued clients. What You’ll Be Doing
Provide day‑to‑day plan administration support to plan sponsors, advisors, and Third‑Party Administrators, acting as a liaison between plan sponsors and various internal groups. Answer all inquiries via email and toll‑free calls within SLA and respond to inquiries on a variety of issues supporting day‑to‑day plan administration, i.e.: contribution processing, plan amendments, withdrawal/loan provisions. Interpret and articulate basic retirement plan provisions from plan documents, summary plan documents, and related plan materials to assist plan sponsors with ensuring accuracy and compliance with regulations. Apply general understanding of product, fees, systems, and applicable IRS and DOL regulations. Promote collection and completion of compliance testing and work with clients to resolve basic operational or compliance issues. Provide Employer Plan website support for new plan web walkthroughs, ongoing Plan, FP and TPA support, and knowledge of web features, reporting functionality and online capabilities. Support case resolution services such as review, investigate, analyze and recommend resolution to complex service inquiries including customer complaints in accordance with regulatory agency (SEC, NASD, and State Insurance Dept.) guidelines and legal requirements as required. Communicate with clients, management, and legal counsel on potentially litigious situations. Support incoming toll‑free inquiries for a minimum of 75% per day. Work one late night per week – regularly scheduled, service is open until 7 pm ET M‑Th, 5 pm ET Fri. Complete ASPPA Retirement Plan Fundamentals coursework within 12 months of hire date. Responsibilities and Requirements
2+ years of customer experience working in a fast‑paced environment. Microsoft Office Suite with a focus on Excel. Demonstrated written and verbal communication skills. Ability to problem‑solve independently. Skills
Communicating Complex Concepts:
Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience. Customer Support Function:
Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution. Listening:
Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker. Managing Multiple Priorities:
Knowledge of effective self‑management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving:
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Relationship Building:
Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others’ concerns and contributions. Telephone‑Based Customer Servicing:
Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone. About Equitable
At Equitable, we’re a team committed to helping our clients secure their financial well‑being so that they can pursue long and fulfilling lives. We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities. We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well‑being, flexibility, and a culture of collaboration and teamwork. We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose. Click Careers at Equitable to learn more. Equal Employment Opportunity Statement
Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws. NOTE: Equitable participates in the E‑Verify program. If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314‑2211 or email us at TalentAcquisition@equitable.com.
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United States - NC - Charlotte Organization
Equitable Schedule
Full-time About the Role
At Equitable, we help clients secure their financial well‑being so they can pursue long and fulfilling lives – a mission we’ve honed since 1859. Equitable is looking for a Retirement Plan Account Manager to support our Silver Tiered Retirement Plan Advisors and Plan Sponsors. We are committed to delivering the highest level of support, ensuring that we meet the unique needs of our valued clients. What You’ll Be Doing
Provide day‑to‑day plan administration support to plan sponsors, advisors, and Third‑Party Administrators, acting as a liaison between plan sponsors and various internal groups. Answer all inquiries via email and toll‑free calls within SLA and respond to inquiries on a variety of issues supporting day‑to‑day plan administration, i.e.: contribution processing, plan amendments, withdrawal/loan provisions. Interpret and articulate basic retirement plan provisions from plan documents, summary plan documents, and related plan materials to assist plan sponsors with ensuring accuracy and compliance with regulations. Apply general understanding of product, fees, systems, and applicable IRS and DOL regulations. Promote collection and completion of compliance testing and work with clients to resolve basic operational or compliance issues. Provide Employer Plan website support for new plan web walkthroughs, ongoing Plan, FP and TPA support, and knowledge of web features, reporting functionality and online capabilities. Support case resolution services such as review, investigate, analyze and recommend resolution to complex service inquiries including customer complaints in accordance with regulatory agency (SEC, NASD, and State Insurance Dept.) guidelines and legal requirements as required. Communicate with clients, management, and legal counsel on potentially litigious situations. Support incoming toll‑free inquiries for a minimum of 75% per day. Work one late night per week – regularly scheduled, service is open until 7 pm ET M‑Th, 5 pm ET Fri. Complete ASPPA Retirement Plan Fundamentals coursework within 12 months of hire date. Responsibilities and Requirements
2+ years of customer experience working in a fast‑paced environment. Microsoft Office Suite with a focus on Excel. Demonstrated written and verbal communication skills. Ability to problem‑solve independently. Skills
Communicating Complex Concepts:
Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience. Customer Support Function:
Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution. Listening:
Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker. Managing Multiple Priorities:
Knowledge of effective self‑management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving:
Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Relationship Building:
Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others’ concerns and contributions. Telephone‑Based Customer Servicing:
Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone. About Equitable
At Equitable, we’re a team committed to helping our clients secure their financial well‑being so that they can pursue long and fulfilling lives. We turn challenges into opportunities by thinking, working, and leading differently – where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities. We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well‑being, flexibility, and a culture of collaboration and teamwork. We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose. Click Careers at Equitable to learn more. Equal Employment Opportunity Statement
Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws. NOTE: Equitable participates in the E‑Verify program. If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314‑2211 or email us at TalentAcquisition@equitable.com.
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